You should never underestimate the lasting impact an employee’s attitude and performance can have on your customer satisfaction levels. Research has shown that positive employee attitudes drastically reduce the damage that unexpected issues can cause to your overall customer satisfaction. In addition to improved customer treatment, other benefits of measuring and improving employee satisfaction include reduced turnover and associated reductions in training costs. Also, an improved reputation of your company as a place to work may make it easier to attract quality employees.
Towers Perrin is a global professional services firm that offers free downloads of some great Employee Engagement material as well as their most recent Global Workforce Study. There is a lot of informative reading available throughout their site so be sure to spend some time browsing, your employees and customers will be glad you did.
Many business owners don’t realize the powerful connection between your employees’ happiness and your business’s success. You can’t have a successful business without happy, competent employees, so it makes sense to use an employee satisfaction survey to keep tabs on your employees’ attitudes about their work and their workplace.
The Zoomerang Employee Satisfaction Survey Center is designed to provide you with valuable information on the most effective use of employee surveys:
Employee Satisfaction Survey
Benefits Satisfaction Survey
Career Training and Development Survey
360 Assessment Survey
Self Assessment Survey
Teamwork Evaluation Survey
Employee Surveys help you understand employee ideas, opinions and concerns – while there’s still time to act. Online surveys allow you to distribute surveys easily to all employees and gather fast, actionable feedback. Keep in mind that confidential surveys – where employee responses are anonymous – increase employee participation rate as well as the quality of the feedback. Remember to format your surveys in a way to gather actionable data as well as anecdotal feedback.
Gathering feedback at appropriate times allows you to monitor your most important resource before it’s too late. If a company doesn’t provide employees the opportunity to provide their feedback, it will be overlooking potential trouble spots in its business. Feedback should be gathered after a specific event to monitor your processes as well as at specific intervals to gather useful satisfaction data:
Before an employee joins to improve your recruitment process;
After employee orientation to improve your process of bringing employees on board;
Quarterly for company satisfaction surveys;
Semi-annually for performance reviews;
After an employee exits to improve retention
The employee interaction drives the timing of event-based surveys; the data should be collected immediately after the interaction while the experience is still fresh in the employee’s mind. For employee satisfaction surveys, surveys should be spread out over the course of a year rather than conducting them once per year. If there is only one data point for each year, a single recent event could have a large impact on results, impacting business decisions.
I hope this information has been helpful; please feel free to leave me any suggestions or comments you would like to share.